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UNCT-15735 - USA (Boston, Massachusetts) - Application Processing and Examination Related Goods and Services - Deadline March 31,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: UNCT-15735

Government authority located in Boston, Massachusetts; USA based organization looking for expert vendor for application processing and examination related goods and services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

Vendor needs to provide application processing and examination related goods and services to the government authority located in Boston, MA.
• All aspects of contractor interaction with prospective licensees must be part of a customer service program.
• All complaints regarding performance aspects of this contract that are received by the contractor will be answered promptly.  A copy of the complaint and the contractor response, or referral action, will be forwarded to the Board within 7 business days.   
• A process shall be established to assess the efficacy and customer sensitivity of various aspects of service delivery delineated in the following sections.
• If circumstances result in deviation from specifications (e.g., unplanned staff shortages, acts of nature), the Board will be notified as soon as feasible, but no later than 3 working days following the onset of the problem.
• At least annually, the contractor will provide summary data documenting compliance with the time criteria of the specifications, summarizing complaints, and outlining customer satisfaction results and efforts toward improvement.  
• The contractor shall provide quarterly reports as specified below regarding call center volume and performance; examination performance, and licensure processing.
• At least annually, the contractor shall collect and assemble summary data categorizing the type of missing, erroneous, or incomplete information, and the reasons for disapproving examination applicants.  In collaboration with the boards, the contractor shall use said data to make improvements to the examination materials.
- Provide a fully staffed, toll-free call center for candidates;
• The telephone shall be answered for a minimum of 8 hours per day, Monday through Saturday, during normal business hours.  If the contractor is located in another time zone, the call center shall operate including the entire period from 8:00 a.m. to 4:00 p.m. Eastern Time.
• Contractor staff members shall be competent to answer questions regarding licensure processes and eligibility and send materials, as appropriate.  Telephone “operator” personnel or call sequencers may be used; however, customer wait to reach a knowledgeable individual shall not exceed 3 minutes.
• Sufficient trained staff shall be available so that during forecast absences, such as meal periods and vacations, a qualified individual is always available.   
• After hours, and during mutually agreed upon holiday periods, a voice mail messaging system shall indicate hours of operation.
• In cases of unexpected high volume precluding staff availability, voice messages shall be returned within one business day.
• Telephone performance shall be monitored in an ongoing customer assessment program, as described above.  The vendor shall provide management reports showing call volumes, caller waiting times; call abandoned rate, etc.  Reports shall be submitted quarterly to the Division.
- for more information describe in documents.

[C] Eligibility:

- Onshore (US Organization Only);

[D] Work Performance:

Performance of the work will be Offsite. Vendor needs to carry work in their office location.

Expiry Date : Tuesday, 31 March, 2020

Category : Uncategorized, Call Center and Answering

Country : USA

State : Massachusetts

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